Webex CC Engineer: IVR, Routing & Calling Specialist

Herc Rentals Inc.; Palmesta (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) match

Stock Purchase Program

Paid Time Off

Parental leave

Job summary

Herc Rentals Inc. is seeking a Webex Engineer to design, configure, and support Cisco Webex Contact Center and Webex Calling across our enterprise, including 145 concurrent agents and 600 branches. You will own routing flows, IVR, agent experiences, integrations with Salesforce, reporting, and security.

This hands-on role combines engineering with daily administration and ITSM change control. The ideal candidate has 3+ years in a cloud/enterprise contact center, strong troubleshooting, and

Qualifications

• Bachelor's degree or equivalent experience in IT/CS.
• 3+ years administering cloud/enterprise contact center platforms.
• Hands-on with Cisco Webex Calling and Control Hub.
• Knowledge of VoIP/SIP, PSTN, QoS, and E911.
• Experience building IVR/routing flows and skills-based routing.
• RBAC, access reviews, and API security understanding.
• Strong troubleshooting and documentation skills.

Responsibilities

• Administer and maintain Webex Contact Center tenant: entry points, queues, teams, and agent profiles.
• Design and maintain call routing, IVR scripts, prompts, and skills-based routing.
• Configure agent/supervisor desktops, call recording, and QM features.
• Provision agents, teams, and queues with Contact Center Operations.
• Integrate with Salesforce and other platforms via APIs/connectors.
• Troubleshoot routing, voice quality, and endpoint issues; escalate as needed.
• Support Webex Calling integration with branches, PSTN, and E911.
• Monitor platform health, licenses, and implement optimizations.
• Plan releases and changes through ITSM processes.
• Build dashboards for queue performance and agent metrics.
• Maintain technical docs, runbooks, and Tier 2/3 support.

Skills

Cisco Webex

Webex CC

VoIP

SIP

IVR routing

Control Hub

RBAC

Salesforce

WFM

QM tooling

Security

Education

Bachelor's degree in IT/CS

Tools

Salesforce

Control Hub

Job description

Herc Rentals Inc. is seeking a Webex Engineer to design, configure, and support Cisco Webex Contact Center and Webex Calling across our enterprise, including 145 concurrent agents and 600 branches. You will own routing flows, IVR, agent experiences, integrations with Salesforce, reporting, and security.

This hands-on role combines engineering with daily administration and ITSM change control. The ideal candidate has 3+ years in a cloud/enterprise contact center, strong troubleshooting, and